Guest Services Supervisor

Event Staff Supervisor

This position is responsible for direct staff supervision and providing excellent customer service to patrons during events. This position involves independent judgment before, during, and after public/private events. Duties include hiring, scheduling, supervising, and training of full and part-time event staff in various positions associated with the event, security, and parking activities at the RP Funding Center. The responsibilities include, but are not limited to, supervising part-time and full-time event staff who monitor facility access, secure restricted areas, ensure proper ticket entry, and seat patrons. This position serves as the facilitator of the orientation program for all part-time and full-time staff regarding building policies and procedures. This position will serve as a liaison with the City Police and Fire Departments. It will aid the City and County Emergency Management Teams when required or when the activities may involve the RP Funding Center. This position is also responsible for all aspects of physical security and parking. This position also assists Event Managers with event-related matters. Work is performed under the direction of the Executive Director and Operations Manager in conjunction with other division managers.

Essential Functions

• Interviews, hires, and trains part-time and full-time event staff.
• Schedules and supervises part-time and full-time event staff, including Security, Ushers, Ticket Takers, Emergency Medical Technicians, and Event Supervisors.
• Maintains inventory for emergency medical supplies, uniform inventory, and event-related service order records.
• Communicates effectively with the Event Managers on related events and updates event information as required.
• Attends weekly event staff meetings.
• Maintains schedule flexibility to cover staff absences, including call-offs and no-shows.
• Acts as a liaison between patrons and the Venue, while providing high-quality, professional service that assures patron satisfaction.
• Serves as liaison with Emergency Management Services as needed.
• Maintains data on fire protection systems.
• Participates in City safety committees and programs.
• Processes payroll for all part-time event staff.
• Coordinates Police duties during events with the Lakeland Police Department.
• Facilitates the orientation program of new part-time/full-time event staff.
• Provides direction of information to guests with disabilities.
• Acts as a liaison between the Box Office and patrons regarding ticket relocations.
• Oversees the repair of equipment associated with the security, parking, and event programs.
• Manages locks, fire alarms, electronic and electrical surveillance systems, card access systems, and life safety programs.
• Supervises and directs all parking activity.
• May be required to participate in and/or facilitate training to support departmental or City initiatives and requirements.
• May be required to work alternate hours, as necessary, for the efficient operation of the department.
• Position is designated as Mission Critical.

Qualifications (Education, Training and Experience)

• Associate degree from an accredited college or university in Operations Management, Hospitality, or a related field.
• Three years of experience in guest relations, customer service, or event coordination working with concerts, trade shows, conventions, conferences, large-scale meetings, or theater productions.
• One year of experience as a supervisor.

• Must possess and maintain a valid driver's license.
• Must possess and maintain a valid telephone number.
• Security License or Certification is preferred.

Knowledge, Skills, Abilities

• City and building policies and procedures, as well as event requirements.
• Intermediate computer programs.
• Access control, life safety, and closed-circuit camera systems.

• Train and supervise staff.
• Perform all duties outlined in security, emergency services, ushers, ticket takers, and event supervisor positions.
• Complete event reporting orders.
• Handle and resolve concerns and complaints calmly and professionally.
• Establish and maintain effective working relationships with supervisors, co-workers, other City employees, and the general public.
• Follow complex, detailed written and verbal instructions.
• Multitask and handle several projects at once while meeting established deadlines.
• Work irregular, flexible, and extensive hours, including nights, weekends, and holidays.
• Stand for long periods of time and climb stairs to handle problems, inspect the facility, and assist patrons.
• Handle large sums of money and complete all reports.

• Walking or standing often, exerting up to 10 pounds of force regularly, and performing routine keyboard operations.
• May require lifting up to 50 pounds and walking or standing for long periods or over long distances.
• No significant exposure to environmental hazards.
• Exposure to loud music, pyro, and extensive hours during peak season.
• Normal visual acuity, field of vision, hearing, speaking, color perception, depth perception, and texture perception.

This job description outlines the general nature and level of work and is not intended to be an exhaustive list of duties or qualifications. Management reserves the right to modify or assign additional responsibilities as needed. All City of Lakeland positions are subject to testing (e.g. written, oral, performance, computerized, interview, and/or any combination). Candidates selected for testing will be notified via email or telephone. Please check your e-mail and telephone messages regularly, including "junk" folders. Test times and locations to be announced. The City of Lakeland is an equal opportunity/equal access employer and a drug free workplace.